Customer Support Agent Remote

About the role

You own the end-to-end resolution of customer issues on Preply, acting as a true advocate for learners and tutors by guiding them through their journey on the platform. You will drive satisfaction by identifying problem areas, escalating them to the relevant internal teams, and ensuring timely and empathetic communication. This role requires a high level of ownership, where you proactively monitor feedback and translate user needs into actionable insights for product improvements. You will work exclusively through written channels, delivering clear and concise support via chat, email, and social media. The position is embedded within a large international support squad, where collaboration with experienced managers and specialists from top companies is a core part of the environment. You will contribute directly to the company's mission of transforming education at global scale by ensuring every interaction leaves a positive impact. Every day, you will help maintain the human-led, tech-enabled experience that defines Preply's approach to learning.

Key facts

What you'll do

• Answer customers' questions and resolve any issues they may be facing on the platform;
• Identify problem areas and flagging them to the concerned team for further action;
• Ensure customer satisfaction, and work on collecting and tracking user's feedback to improve experiences;
• Work closely with the product teams to resolve issues and share customer feedback for product improvements;
• Provide proactive and innovative solutions to prevent recurring issues and enhance the user journey;
• Maintain outstanding written and verbal communication to ensure clarity and professionalism in all interactions;
• Analyze complex inquiries using strong technical and analytical skills to determine the most effective resolution path;
• Demonstrate an ability to understand customer needs by interpreting messages and context accurately;
• Collaborate effectively within a team setting, aligning with managers and specialists to meet shared goals;
• Focus on creating simple solutions that deliver fast results while maintaining a high standard of quality;
• Uphold the company's values by showing empathy, patience, and a genuine passion for helping others learn and grow;
• Contribute to a dynamic environment by adapting quickly to changing priorities and maintaining performance under clear KPIs;
• Support the continuous improvement of support processes by sharing insights and suggesting optimizations based on customer interactions;
• Act as the first point of contact that embodies the Preply brand in every written interaction with users.

Requirements

• Previous experience providing support through live chats is essential for this role;
• Fluency in English is required to communicate clearly with customers from diverse backgrounds;
• Strong technical and analytical skills are necessary to navigate tools and interpret data;
• Ability to provide proactive and innovative solutions to improve the support experience;
• Outstanding written and verbal skills to ensure professionalism in all communication;
• Ability to understand customer needs by listening and reading between the lines;
• Ability to work in teams and collaborate effectively with global colleagues;
• A customer-centric, empathetic mindset with excellent listening skills to connect with users;
• An ability to focus on what counts, creating simple solutions to deliver fast and effective results;
• A passion for learning and desire for self-improvement to keep up with evolving tools and processes;
• A computer with an i5 or i7 processor, 16GB RAM, and a 256 GB SSD to handle daily tasks efficiently;
• Internet connection of at least 30mbs to ensure smooth communication and platform access;
• Candidates must be based in Ukraine due to legal and operational constraints;
• You must be available for a monthly rotating schedule with 9-hour shifts and at least an 11-hour gap between shifts to ensure proper rest;
• No calls are required, as all communication is handled through written channels;
• You must be located in a region where Preply can legally hire and where the hiring provider supports onboarding;
• Restricted territories are not eligible for this position, and candidates from those areas will not be able to proceed.

Nice to have

• Experience working in a fast-paced, high-volume support environment;
• Familiarity with educational platforms or online learning tools;
• Knowledge of basic educational terminology or concepts;
• Previous exposure to CRM or ticketing systems;
• Experience balancing high accuracy with fast response times;
• Comfort working fully remote with asynchronous communication;
• Fluency in a second European language in addition to English.

Practical notes

This is a full-time remote role based in Kyiv with a rotating shift schedule of 9-hour shifts. The recruitment process includes an introductory video call, a meeting with the Talent Acquisition team, and a technical interview with the CS Team Lead. There is no travel required, and the role does not involve visa sponsorship. Candidates must be able to commit to the shift structure and adhere to the company's principles of care, learner focus, continuous improvement, and timely action.